Analyst Contact Centre Operations Support - Thorold, Canada - Enbridge

Description

Posting End Date:

Employee Type:

Union/Non:

Enbridge Gas Inc. is a Customer Centric organization, and the Customer Care team is at the heart of it. Our organizational culture is driven by the needs of our customers. We strive to continuously focus on improving processes and simplify the customer experience.

One of the key components to our successful operations is our Analyst Contact Centre Operations Support role, who is responsible for ensuring the effective and efficient operation of the Contact Centre while maintaining a positive work environment.

This role provides that opportunity through real-time monitoring of queues, reporting, analysis, and scheduling. If you are knowledgeable in many aspects of call centre operations, have a strong attention to detail, and a proven track record of delivering excellence each and every day, then this role is for you

What You Will Do:

• Monitor and evaluate workgroups using real-time and historical data.
• As a team, be an integral part of workload planning and scheduling activities.
• Build, refine, and maintain Call Centre statistical reports using a range of applications. Review data, complete root cause analysis, recommend, and implement solutions.
• Build and maintain daily, weekly & monthly Contact Centre metrics.
• Provide basic on-site technical support for users within the Contact Centres and co-ordinate resolution of larger issues with our technical support teams.
• Participate in Contact Centre projects, including design, planning, and testing, and support for implementation.
• Cover and support the team as needed.

Who You Are:

• Related university degree and previous experience OR a two-year technical diploma with some work experience in an IT environment
• Excellent communication and time management skills.
• Previous Contact Centre workforce management experience.
• Experience with Genesys products including the Pure Connect Suite of Products such as IC Business Manager, Interaction Optimizer, and Interaction Administrator.
• Advanced excel skills (e.g. creating/manipulating pivot tables).
• Proficient with running, exporting, and modifying reports from BI.
• Experience working with Customer Information Systems (CIS).
• Strong interpersonal skills to ensure effective management of relationships with client groups.
• Able to work efficiently independently and in a team environment.
• Dependable and Reliable.

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Working Conditions:

• This role is an "in Office" opportunity

Diversity and inclusion are important to us. Enbridge is an . We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting .

Information For Applicants:

• Applications can be submitted via our online recruiting system only.
• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.
• Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit